Voice interaction analysis module

ABSTRACT

A signal monitoring apparatus and method involving devices for monitoring signals representing communications traffic, devices for identifying at least one predetermined parameter by analyzing the context of the at least one monitoring signal, a device for recording the occurrence of the identified parameter, a device for identifying the traffic stream associated with the identified parameter, a device for analyzing the recorded data relating to the occurrence, and a device, responsive to the analysis of the recorded data, for controlling the handling of communications traffic within the apparatus.

CROSS-REFERENCE TO RELATED APPLICATIONS

Notice: More than one reissue application has been filed for the reissueof U.S. Pat. No. 6,757,361. The reissue applications are: “VoiceInteraction Analysis Module,” Ser. No. 11/509,553, filed on Aug. 24,2006 (the present application); “Machine Learning Based Upon FeedbackFrom Contact Center Analysis,” Ser. No. 11/509,550, filed on Aug. 24,2006; “Distributed Analysis of Voice Interaction Data,” Ser. No.11/509,554, filed on Aug. 24, 2006; “Distributed Recording of VoiceInteraction Data,” Ser. No. 11/509,552, filed on Aug. 24, 2006; “VoIPVoice Interaction Monitor,” Ser. No. 11/509,549, filed on Aug. 24, 2006;“VoIP Voice Interaction Recorder,” Ser. No. 11/509,551, filed on Aug.24, 2006; and, “Communication Management System for Network-BasedTelephones,” Ser. No. 11/583,381, filed on Oct. 19, 2006, all of whichare divisional reissues of “Signal Monitoring Apparatus Analyzing VoiceCommunication Content,” Ser. No. 11/477,124, filed on Jun. 28, 2006,which is a reissue of U.S. Pat. No. 6,757,361, issued on Jun. 29, 2004.

BACKGROUND OF THE INVENTION

The present invention relates to signal monitoring apparatus and inparticular, but riot exclusively to telecommunications monitoringapparatus which may be arranged for monitoring a plurality of telephoneconversations.

DESCRIPTION OF THE RELATED ART

Telecommunications networks are increasingly being used for the accessof information and for carrying out commercial and/or financialtransactions. In order to safeguard such use of the networks, it hasbecome appropriate to record the two-way telecommunications traffic,whether voice traffic or data traffic, that arises as such transactionsare carried out. The recording of such traffic is intended particularlyto safeguard against abusive and fraudulent use of thetelecommunications network for such purposes.

More recently, so-called “call-centers” have been established at whichoperative personnel are established to deal with enquiries andtransactions required of the commercial entity having established thecall-center. An example of the increasing use of such call-centers isthe increasing use of “telephone banking” services and the telephoneordering of retail goods.

Although the telecommunications traffic handled by such call-centers ismonitored in an attempt to preserve the integrity of the call-centre,the manner in which such communications networks, and their relatedcall-centers, are monitored are disadvantageously limited having regardto the data/information that can be provided concerning the trafficarising in association with the call-center.

For example, in large call-centers, it is difficult for supervisors toestablish with any confidence that they have accurately, andeffectively, monitored the quality of all their staff's work so as toestablish, for example, how well their staff are handling customers'enquiries and/or transaction requirements, or how well their staff areseeking to market/publicise a particular product etc.

SUMMARY OF THE INVENTION

The present invention seeks to provide for telecommunications monitoringapparatus having advantages over known such apparatus.

According to one aspect of the present invention there is providedsignal monitoring apparatus comprising:

-   -   means for monitoring signals representing communications        traffic;    -   means for identifying at least one predetermined parameter by        analysing the content of at least one monitored signal;    -   means for recording the occurrence of the identified parameter;    -   means for identifying the traffic stream associated with the        identified parameter;    -   means for analysing the recorded data relating to the said        occurrence; and    -   means, responsive to the analysis of the said recorded data, for        controlling the handling of communications traffic within the        apparatus.

Preferably, the means for controlling the handling of the communicationstraffic serves to identify at least one section of traffic relative toanother.

Also, the means for controlling may serve to influence furthermonitoring actions within the apparatus.

Advantageously, the analysed contents of the at least one signalcomprise the interaction between at least two signals of trafficrepresenting an at least two-way conversation. In particular, the atleast two interacting signals relate to portions of interruption orstiltedness within the traffic.

Preferably, the means for monitoring signals can include means forrecording signals.

Preferably, the means for recording the occurrence of the parametercomprises means for providing, in real time, a possibly instantaneousindication of said occurrence, and/or comprises means for storing,permanently or otherwise, information relating to said occurrence.

Dependent upon the particular parameter, or parameters, relevant to acall-center provider, the present invention advantageously allows forthe improved monitoring of traffic so as to identify which one(s) of apossible plurality of data or voice interactions might warrant furtherinvestigation whilst also allowing for statistical trends to be recordedand analysed.

The apparatus is advantageously arranged for monitoring speech signalsand indeed any form of telecommunication traffic.

For example, by analysing a range of parameters of the signalsrepresenting traffic such as speech, data or video, patterns, trends andanomalies within a plurality of interactions can be readily identifiedand these can then be used for example, to influence future automatedanalysis, and rank or grade the conversations and/or highlightconversations likely to be worthy of detailed investigation or playbackby the call-center provider. The means for monitoring thetelecommunications signals may be advantageously arranged to monitor aplurality of separate two-way voice, data or video conversations, andthis makes the apparatus particularly advantageous for use within acall-centre.

The means for monitoring the telecommunications signals advantageouslyarranged to monitor the signals digitally by any one variety ofappropriate means which typically involve the use of high impedance tapsinto the network and which have little, or no, effect on the actualnetwork.

It should of course be appreciated that the invention can be arrangedfor monitoring telecommunications signals transmitted over anyappropriate medium, for example a hardwired network comprising twistedpair or co-axial lines or indeed a telecommunications medium employingradio waves.

In cases where the monitored signal is not already in digital form, theapparatus can advantageously include analogue/digital conversion meansfor operating on the signal produced by the aforesaid means formonitoring the telecommunications signals.

It should also be appreciated that the present invention can comprisemeans for achieving passive monitoring of a telecommunications networkor call-centre etc.

The means for identifying the at least one predetermined parameteradvantageously includes a Digital Signal Processor which can be arrangedor operate in accordance with any appropriate algorithm. Preferably, thesignal processing required by the means for identifying the at least oneparameter can advantageously be arranged to be provided by sparecapacity arising in the Digital Signal Processors found within theapparatus and primarily arranged for controlling the monitoring,compression and/or recording of signals.

As mentioned above, the particular parameters arranged to be identifiedby the apparatus can be selected from those that are consideredappropriate to the requirements of, for example, the call-centreprovider.

However, for further illustration, the following is a non-exhaustivelist of parameters that could be identified in accordance with thepresent invention and assuming that the telecommunications trafficconcerned comprises a plurality of two-way telephone interactions suchas conversations:

-   -   non-voice elements within predominantly voice-related        interactions for example dialing, Interactive Voice Response        Systems, and recorded speech such as interactive voice response        prompts, computer synthesized speech or background noise such as        line noise;    -   the relationship between transmissions in each direction, for        example the delay occurring, or the overlap between,        transmissions in opposite directions;    -   the amplitude envelope of the signals, so as to determine caller        anger or apisodes of shouting;    -   the frequency spectrum of the signal in various frequency bands;    -   advanced parameters characterizing the actual speaker which may        advantageously be used in speech authentication;    -   measures of the speed of interaction, for example for        determining the ratio of word to inter-word pauses;    -   the language used by the speaker(s);    -   the sex of the speaker(s);    -   the presence or absence of particular words, for example word        spotting using advanced speech recognition techniques;    -   the frequency and content of prosody including pauses,        repetitions, stutters and nonsensical utterances in the        conversation;    -   vibration or tremor within a voice; and    -   the confidence/accuracy with which words are recognized by the        receiving party to the conversation so as to advantageously        identify changes in speech patterns arising from a caller.

Parameters such as the following, and having no direct relationship toeach call's content, can also be monitored:

-   -   date, time, duration and direction of call:    -   externally generated “tagging” information for transferred calls        or calls to particular customers;

As will be appreciated, the importance of each of the above parametersand the way in which they can be combined to highlight particular good,or bad, caller interactions can be readily defined by the call-centerprovider.

Advantageously, the apparatus can be arranged so as to afford each ofthe parameters concerned a particular weighting, or relative value.

The apparatus may of course also be arranged to identify the nature ofthe data monitored, for example whether speech, facsimile, modem orvideo etc. and the rate at which the signals are monitored can also berecorded and adjusted within the apparatus.

According to a further feature of the invention, the means foridentifying at least one parameter can be arranged to operate in realtime or, alternatively, the telecommunications signals can be recordedso as to be monitored by the means for identifying at least oneparameter at some later stage.

Advantageously, the means for recording the actual occurrence of theidentified parameter(s) can be arranged to identify an absolute valuefor such occurrences within the communications network and/orcall-centre as a whole or, alternatively, the aforementioned recordingcan be carried out on a per-conversation or a per-caller/operativebasis.

The means for recording the occurrence of the identified parameter(s)can advantageously be associated means for analysing the results of theinformation recorded so as to identify patterns, trends and anomalieswithin the telecommunications network and/or call-center.

Advantageously, the means for recording the occurrence of the identifiedparameter(s) can, in association with the means for identifying thepredetermined parameter and the means for monitoring thetelecommunications signals, be arranged to record the aforementionedoccurrence in each of the two directions of traffic separately.

Preferably, the means for identifying the source of the two-way trafficincludes means for receiving an identifier tagged on to the traffic soas to identify its source, i.e. the particular operative within thecall-centre or the actual caller. Alternatively, means can be providedwithin the telecommunications monitoring apparatus for determining theterminal number, i.e. the telephone number, of the operative and/or thecaller.

The aforementioned identification can also be achieved by way of dataand/or speech recognition.

It should also be appreciated that the present invention can includemeans for providing an output indicative of the required identificationof the at least one predetermined parameter. Such output can be arrangedto drive audio and/or visual output means so that the call-centreprovider can readily identify that a particular parameter has beenidentified and in which particular conversation the parameter hasoccurred. Alternatively, or in addition, the occurrence of the parametercan be recorded, on any appropriate medium for later analysis.

Of course, the mere single occurrence of a parameter need not establishan output from such output means and the apparatus can be arranged suchthat an output is only provided once a decision rule associated withsuch parameter(s) has been satisfied. Such a decision rule can bearranged such that it depends on present and/or past values of theparameter under consideration and/or other parameters.

Further, once a particular conversation has been identified asexhibiting a particular predetermined parameter, or satisfying adecision rule associated with such parameters, the apparatus can bearranged to allow ready access to the telecommunications “line” uponwhich the conversation is occurring so that the conversation can beinterrupted or suspended as required.

As mentioned previously, the apparatus can be arranged to function inreal time or, alternatively, the apparatus can include recording meansarranged particularly to record the telecommunications traffic for latermonitoring and analysis.

Preferably, the apparatus includes means for reconstructing the signalsof the telecommunications traffic to their original form so as, forexample, to replay the actual speech as it was delivered to thetelecommunications network and/or call-center.

The apparatus can therefore advantageously recall the level ofamplification, or attenuation, applied to the signal so as to allow forthe subsequent analysis of the originating signal with its originalamplitude envelope.

Further, the apparatus may include feedback means arranged to controlthe means for monitoring the telecommunications signals responsive to anoutput from means being provided to identify the source of theconversation in which the parameter has been identified, or the decisionrule associated with the parameter has been exceeded.

A further embodiment of the present invention comprises animplementation in which means for recording and analysing the monitoredsignals are built into the actual system providing the transmission ofthe original signals so that the invention can advantageously take theform of an add-in card to an Automatic Call Distribution System or anyother telecommunications system.

Also, it will be appreciated that the present invention can beadvantageously arranged so as to be incorporated into a call-centre andindeed the present invention can provide for such a call-centreincluding apparatus as defined above.

In accordance with another aspect of. the present invention, there isprovided a method of monitoring signals representing communicationstraffic, and comprising the steps of:

-   -   identifying at least one predetermined parameter associated with        a monitored signal;    -   recording the occurrence of the identified parameter; and    -   identifying the traffic stream in which the parameter was        identified.

The invention is therefore particularly advantageous in allowing themonitoring of respective parts of an at least two-way conversation andwhich may include the of analysis of the interaction of those parts.

Of course, the method of the present invention can advantageously bearranged to operate in accordance with the further apparatus featuresdefined above.

BRIEF DESCRIPTION OF THE DRAWINGS

The invention is described further hereinafter, by way of example only,with reference to the accompanying drawings in which:

FIG. 1 is a block diagram of a typical recording and analysis systemembodying the present invention; and

FIG. 2 is a diagram illustrating a typical data packetisation formatemployed within the present invention.

DESCRIPTION OF THE EMBODIMENT

As mentioned above, the apparatus can advantageously form part of acall-centre in which a plurality of telephone conversations can bemonitored so as to provide the call-centre operator with informationrelating to the “quality” of the service provided by the call-centreoperatives. Of course, the definition of “quality” will vary accordingto the requirements of the particular call-centre and, more importantly,the requirements of the customers to the call-centre but typicalexamples are how well the call-centre operatives handle customerstelephone calls, or how well an Interactive Voice Response System servescustomers calling for, for example, product details.

The system generally comprises apparatus for the passive monitoring ofvoice or data signals, algorithms for the analysis of the monitoredsignals and, apparatus for the storage and reporting of the results ofthe analysis.

Optional features can include apparatus for recording the actualmonitored signals particularly if real time operation is not required,and means for reconstructing the monitored signals into their originalform so as to allow for, for example, replay of the speech signal.

FIG. 1 is a block diagram of a recording and analysis system for use inassociation with a call-centre 10 which includes an exchange switch 14from which four telephone terminals 12 extend: each of which is used byone of four call-centre operatives handling customerenquiries/transactions via the exchange switch 14.

The monitoring apparatus 16 embodying the present invention, comprises adigital voice recorder 18 which is arranged to monitor the two-wayconversation traffic associated with the exchange switch 14 by way ofhigh impedance taps 20, 22 which are connected respectively to signallines 24, 26 associated with the exchange switch 14. As will beappreciated by the arrows employed for the signal lines 24, 26, the highimpedance tap 20 is arranged to monitor outgoing voice signals from thecall-centre 10 whereas the high impedance tap 22 is arranged to monitorincoming signals to the call-centre 10. The voice traffic on the lines24, 26 therefore form a two-way conversation between a call-centreoperative using one of the terminals 12 and a customer (notillustrated).

The monitoring apparatus 16 embodying the present invention furtherincludes a computer telephone link 28 whereby data traffic appearing atthe exchange switch 14 can be monitored as required.

The digital voice recorder 18 is connected to a network connection 30which can be in the form of a wide area network (WAN), a local areanetwork (LAN) or an internal bus of a central processing unit of acomputer.

Also connected to the network connection 30 is a replay station 32, aconfiguration management application station 34, a station 36 providingspeech and/or data analysis engine(s) and also storage means comprisinga first storage means 38 for the relevant analysis rules and the resultsobtained and a second storage means 40 for storage of the data and/orspeech monitor.

FIG. 2 illustrates the typical format of a data packet 42 used inaccordance with the present invention and which comprises a packetheader 44 of typically 48 bytes and a packet header 46 of typically of2000 bytes.

The packet header is formatted so as to include the packetidentification 48, the data format 50, a date and time stamp 52, therelevant channel number within which the data arises 54, the gainapplied to the signal 56 and the data length 58.

The speech, or other data captured in accordance with the apparatus ofthe present invention, is found within the packet body 46 and within theformat specified within the packet header 44.

The high impedance taps 20, 22 offer little or no effect on thetransmission lines 24, 26 and, if not in digital form, the monitoredsignal is converted into digital form. For example, when the monitoredsignal comprises a speech signal, and signal is typically converted to apulse code modulated (PCM) signal or is compressed as an AdaptiveDifferential PCM (ADPCM) signal.

Further, where signals are transmitted at a constant rate, the time ofthe start of the recordings is identified, for example by voltage oractivity detection, i.e. so-called “vox” level detection, and the timeis recorded. With asynchronous data signals, the start time of a databurst, and optionally the intervals between characters, may be recordedin addition to the data characters themselves.

The purpose of this is to allow a computer system to model the originalsignal in appropriate values of time, frequency and amplitude so as toallow the subsequent identification of one or more of the variousparameters arising in association with the signal. The digitalinformation describing the original signals is then analysed at station36, in real time or later, to determine the required set of metrics,i.e. parameters, appropriate to the particular application.

A particular feature of the system is in recording the two directions ofdata transmission separately so allowing further analysis of informationsent in each direction independently. In analogue telephone systems,this may be achieved by use of a four-wire (as opposed to two-wire)circuit whilst in digital systems, it is the norm to have the twodirections of transmission separated onto separate wire pairs. In thedata world, the source of each data packet is typically stored alongsidethe contents of the data packet.

A further feature of the system is in recording the level ofamplification or attenuation applied to the original signal. This mayvary during the monitoring of even a single interaction (e.g. throughthe use of Automatic Gain Control Circuitry). This allows the subsequentreconstruction and analysis of the original signal amplitude.

Another feature of the system is that monitored data may be “tagged”with additional information such as customer account numbers by anexternal system (e.g. the delivery of additional call information via acall logging port or computer telephony integration (CTI) port).

The importance of each of the parameters and the way in which they canbe combined to highlight particularly good or bad interactions isdefined by the use of the system. One or more such analysis profiles canbe held in the system. These profiles determine the weighting given toeach of the above parameters.

The profiles are normally used to rank a large number of monitoredconversations and to identify trends, extremes, anomalies and norms.“Drill-down” techniques are used to permit the user to examine theindividual call parameters that result in an aggregate or average scoreand, further, allow the user to select individual conversations to bereplayed to confirm or reject the hypothesis presented by the automatedanalysis.

A particular variant that can be employed in any embodiment of thepresent invention uses feedback from the user's own scoring of thereplayed calls to modify its own analysis algorithms. This may beachieved using neural network techniques or similar giving a system thatlearns from the user's own view of the quality of recordings.

A variant of the system uses its own and/or the scoring/rankinginformation to determine its further patterns of operation i.e.

-   -   determining which recorded calls to retain for future analysis,    -   determining which agents/lines to monitor and how often, and    -   determining which of the monitored signals to analyse and to        what depth.

In many systems it is impractical to analyse all attributes of all callshence a sampling algorithm may be defined to determine which calls willbe analysed. Further, one or more of the parties can be identified (e.g.by calling-line identifier for the external party or by agent log-onidentifiers for the internal party). This allows analysis of the callparameters over a number of calls handled by the same agent or comingfrom the same customer.

The system can use spare capacity on the digital signal processors(DSPs) that control the monitoring, compression or recording of themonitored signals to provide some or all of the analysis required. Thisallows analysis to proceed more rapidly during those periods when fewercalls are being monitored.

Spare CPU capacity on a PC at an agent's desk could be used to analysethe speech. This would comprise a secondary tap into the speech pathbeing recorded as well as using “free” CPU cycles. Such an arrangementadvantageously allows for the separation of the two parties, e.g. bytapping the headset/handset connection at the desk. This allowsparameters relating to each party to be stored even if the mainrecording point can only see a mixed signal.

A further variant of the system is an implementation in which thesystems recording and analysing the monitored signals are built into thesystem providing the transmission of the original signals (e.g. as anadd-in card to an Automatic Call Distribution (ACD) system).

The apparatus illustrated is particularly useful for identifying thefollowing parameters:

-   -   degree of interruption (i.e. overlap between agent talking and        customer talking);    -   comments made during music or on-hold periods;    -   delays experienced by customers (i.e. the period from the end of        their speech to an agent's response);    -   caller/agent talk ratios, i.e. which agents might be talking too        much.

However, it should be appreciated that the invention could be adapted toidentify parameters such as:

-   -   “relaxed/stressed” profile of a caller or agent (i.e. by        determining changes in volume, speed and tone of speech)    -   frequency of keywords heard (separately from agents and from        callers) e.g. are agents remembering to ask follow-up questions        about a certain product/service etc; or how often do customers        swear at each agent? Or how often do agents swear at customers?    -   frequency of repeat calls. A combination of line, ID and caller        ID can be provided to eliminate different people calling from        single switchboard/business number    -   languages used by callers?    -   abnormal speech patterns of agents. For example if the speech        recognition applied to an agent is consistently and unusually        inaccurate for, say, half an hour, the agent should be checked        for: drug abuse, excessive tiredness, drunkenness, stress, rush        to get away etc.

It will be appreciated that the illustrated and indeed any embodimentsof the present invention can be set up as follows.

The Digital Trunk Lines (e.g. T1/E1) can be monitored trunk side and therecorded speed tagged with the direction of speech. A MediaStar VoiceRecorder chassis can be provided typically with one or two E1/T1 cardsplus a number of DSP cards for the more intense speech processingrequirements.

Much of its work can be done overnight and in time, some could be doneby the DSPs in the mediastar's own cards. It is also necessary to removeor at least recongise, periods of music, on-hold periods, IVR ratherthan real agents speaking etc. thus, bundling with Computer IntegratedTelephony Services such as Telephony Services API (TSAPI) in many casesis appropriate.

Analysis and parameter identification as described above can then beconducted. However, as noted, if it is not possible to analysed allspeech initially, analysis of a recorded signal can be conducted.

It any case the monitoring apparatus may be arranged to only searchinitially for a few keywords although re-play can be conducted so as tolook for other keywords.

It should be appreciated that the invention is not restricted to thedetails of the foregoing embodiment. For example, any appropriate formof telecommunications network, or signal transmission media, can bemonitored by apparatus according to this invention and the particularparameters identified can be selected, and varied, as required.

1. A signal monitoring system for monitoring and analyzingcommunications passing through a monitoring point, the systemcomprising: a digital voice recorder (18) for monitoring two-wayconversation traffic streams passing through the monitoring point, saiddigital voice recorder having connections (20) for being operativelyattached to the monitoring point; a digital processor (30) connected tosaid digital voice recorder for identifying at least one predeterminedparameter by analyzing the voice communication content of at least onemonitored signal taken from the traffic streams; a recorder (38)attached to said digital processor for recording occurrences of thepredetermined parameter; a traffic stream identifier (36) foridentifying the traffic stream associated with the predeterminedparameter; a data analyzer (36) connected to said digital processor foranalyzing the recorded data relating to the occurrences; and acommunication traffic controller (34) operatively connected to said dataanalyzer and, operating responsive to the analysis of the recorded data,for controlling the handling of communications traffic within saidmonitoring system.
 2. The monitoring system of claim 1, wherein said atleast one predetermined parameter includes a frequency of keywordsidentified in the voice communication content of the at least onemonitored signal.
 3. The monitoring system of claim 1, wherein saiddigital processor further identifies episodes of anger or shouting byanalyzing amplitude envelope.
 4. The monitoring system of claim 1,wherein said at least one predetermined parameter is a prosody of thevoice communication content of the at least one monitored signal.
 5. Themonitoring system of claim 1, wherein said connections for beingoperatively attached to the telephony exchange switch are attached viahigh impedance taps (20) to telephone signal lines (24, 26) attached tosaid telephony exchange switch.
 6. The monitoring system of claim 1,wherein said communication traffic controller serves to identify atleast one section of traffic relative to another so as to identify asource of the predetermined parameter.
 7. The monitoring system of claim1, wherein said communication traffic controller serves to influencefurther monitoring actions within the apparatus.
 8. The monitoringsystem of claim 1, wherein the analyzed contents of the at least onemonitored signal comprise the interaction between at least two signalsrepresenting an at least two-way conversation.
 9. The monitoring systemof claim 1, wherein the recorder operates in real time to provide areal-time indication of the occurrence.
 10. The monitoring system ofclaim 1, wherein said digital voice recorder comprises an analog/digitalconvertor (18) for converting analog voice into a digital signal. 11.The monitoring system of claim 1, wherein said digital processor is aDigital Signal Processor (30) arranged to operate in accordance with ananalyzing algorithm.
 12. The monitoring system of claim 1, wherein thedigital processor is arranged to operate in real time.
 13. Themonitoring system of claim 1, further comprising a replay station (32)connected to said digital processor and arranged such that the voicecommunication content of the at least one monitored signal can berecorded and monitored by said digital processor for identifying the atleast one parameter at some later time.
 14. The monitoring system ofclaim 1, wherein the at least one predetermined parameter comprisesplural predetermined parameters and wherein said recorder records theoccurrence of the plural predetermined parameters in each of the twodirections of traffic separately.
 15. The monitoring system of claim 1,wherein said traffic stream identifier comprises a means for receivingan identifier tagged onto the traffic so as to identify its source. 16.The monitoring system of claim 1, wherein said digital voice recorderfor monitoring the traffic streams is operative responsive to an outputfrom said traffic stream identifier identifying the source of theconversation in which the predetermined parameter has been identified,or a threshold occurrence of the predetermined parameter has beenexceeded.
 17. The monitoring system of claim 1, wherein said digitalvoice recorder, said digital processor, said recorder, said trafficstream identifier, and said data analyzer reside on an add-in card to atelecommunications system.
 18. A system for monitoring and analyzingtwo-way voice communications passing through a call center, the systemcomprising: a recorder operable to acquire two-way conversation voicetraffic, the two-way conversation voice traffic occurring during a callcenter voice interaction; an analysis module, the analysis module beingconfigured to analyze the voice traffic for parameters within thetwo-way conversation voice traffic using one or more analysisalgorithms, the analysis module outputting any patterns, trends, oranomalies.
 19. The system of claim 18, wherein the recorder is operableto capture the two-way conversation traffic in real-time or to retrievethe two way conversation voice traffic from a system data store.
 20. Thesystem of claim 18, wherein the analysis module is operable to receivefeedback and modify any of the analysis algorithms based upon thereceived feedback.
 21. The system of claim 18, wherein the analysismodule comprises a call center analysis module.
 22. The system of claim21, wherein the call center analysis module comprises a distributedanalysis module, whereby one or more call center agent computerscomprise components of the distributed analysis module, the distributedanalysis module being operable to use any of the one or more call centeragent computers when said center agent computer has spare processingcapacity.
 23. The system of claim 18, further comprising a distributedcapture module operable to utilize spare processing capacity from one ormore call center agent computers to capture the two-way conversationvoice traffic.
 24. The system of claim 18, wherein the two-wayconversation voice traffic comprises data packets transmitted over acomputer network, the data packets comprising a packet header and apacket body.
 25. The system of claim 24, wherein the recorder isoperable to analyze the packet headers to determine whether to capturethe data packets associated with the packet headers.
 26. The system ofclaim 24, wherein the system is a computer station, and furthercomprises a storage module operable to store at least a portion of thedata packets.
 27. The system of claim 18, wherein the analysis module isoperable to identify the occurrence of at least one predeterminedparameter of voice communication content within the two-way conversationvoice traffic.
 28. The system of claim 27, wherein identifying theoccurrence of said at least one predetermined parameter includesflagging and recording two-way conversation voice traffic that includesa talk-over condition.
 29. The system of claim 27, wherein identifyingthe occurrence of said at least one predetermined parameter includesrecording and flagging two-way conversation voice traffic that includesone or more of a predetermined group of words.
 30. The system of claim27, wherein identifying the occurrence of said at least onepredetermined parameter includes recording and flagging two-wayconversation voice traffic that includes stress on either or both sidesof the conversation as indicated by changes in volume, speed and tone ofspeech.
 31. The system of claim 27, wherein identifying the occurrenceof said at least one predetermine parameter includes recording andflagging two-way conversation voice traffic that includes anger oneither side or both sides of the conversation as identified by analyzinga voice envelope associated with the incoming or outgoing trafficstreams.
 32. The system of claim 27, wherein identifying the occurrenceof said at least one predetermine parameter includes recording andflagging two-way conversation voice traffic that includes a delaybetween transmissions in opposite directions.
 33. The system of claim18, further comprising a call scoring module operable to analyzecustomer experience during voice interactions and assign a score to thevoice interactions.
 34. The system of claim 33, wherein the call scoringmodule uses such parameters as delay between transmissions in oppositedirections, anger, stress, or use of one or more of a group of words toanalyze customer experience during the voice interaction.
 35. The systemof claim 18, further comprising a communication traffic controlleroperable to assert control over that have been identified as includingone or more of said anomalies.
 36. The system of claim 35, wherein thedigital processor is operable to notify a supervisor responsive to theoccurrence of said at least one predetermined parameter.
 37. The systemof claim 18, the data analysis module is operable to direct a recordingmodule to record two-way conversation voice traffic based upon theoccurrence of one or more of one or more of said patterns, trends, oranomalies.
 38. The system of claim 37, wherein the data analysis moduleis further operable to instruct the recording module to flag a recordbased upon the occurrence of one or more of said patterns, trends, oranomalies.
 39. A system for monitoring and analyzing two-way voicecommunications passing through a call center, the system comprising: arecorder operable acquire two-way conversation voice traffic, thetwo-way conversation voice traffic occurring during a call center voiceinteraction; an analysis module, the analysis module being configured toanalyze the two-way conversation voice traffic using one or more speechanalysis algorithms and to produce exchange data based upon the two-wayconversation voice traffic; wherein the analysis module is furtherconfigured to analyze the exchange data for parameters within thetwo-way conversation voice traffic using one or more data analysisalgorithms and to output any patterns, trends, or anomalies.